By Rebecca Harris, Research Analyst –
Take Chartwell’s first-ever Communication Industry Benchmark Survey to learn more about how utilities are approaching internal and customer communications.
Customer expectations are rising for how utilities communicate with them. Regarding outages alone, utility response can make or break online sentiment. Bills are the most common customer touchpoint, but utilities don’t take full advantage of this channel. Utilities’ lack of communication around energy efficiency programs has led to competition from third parties looking to fill the EE void.
Expectations are also rising internally. With the vast majority of utilities expecting omnichannel capabilities by next year, utilities have to learn how to harness the power of digital channels and integrate them with traditional channels using strong internal communication processes.
To put it simply, utilities have room to grow with communications. According to J.D. Power’s 2017 Residential Electric Utility Customer Satisfaction Study, less than half (43%) of customers recall communications from their utility.
Help your utility mature its communication strategy by getting the latest Chartwell research. Chartwell’s Communication Industry Benchmark Survey addresses internal and customer communications. Question topics include channels and messaging, segmentation, organizational structures, key performance indicators and industry comparisons.
All survey respondents will receive a copy of the survey results. Answers will remain anonymous. To gain access to the Communication Industry Benchmark Survey, contact Zahra Dhanani at firstname.lastname@example.org.
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